 |
Textbook:
Pages : 536;
Paperback;
210 X 275 mm approx.
Workbook:
Pages : 283; Paperback;
210 X 275 mm approx.
Chapter Code : SMC01
Textbook Price: Rs. 900;
Workbook Price: Rs. 700;
Shipping & Handling Charges: Rs. 100 per book;
Books Available only in INDIA
Changes in demographic, social and economic factors, as well as institutional and policy changes are some of the major factors that influence the growth of the service sector. Most authors who define services emphasize the intangible nature of services in their definitions. However in some services like restaurant and retailing, the service is bundled with a tangible component. |
|
Services can also be classified based on the degree of customer involvement in the service delivery process, service tangibility, skills and expertise required, business orientation of the service provider, and type of end-user. Lovelock suggested that firms can market services better by dividing them into meaningful categories.
He framed five questions to determine the category into which a particular service falls – What is the type of service? What is the nature of relationship shared by the customer with the service organization? How is the service delivered? What is the type of demand and supply for the service? To what extent is the service provider needed to customize service and exercise judgement?
There existed some misconceptions about the service sector, which have been eliminated as the time progressed and the economies worldwide developed. Economies worldwide have proved that the shift from agriculture to manufacturing to services is natural in any developing economy and it only indicates the improving standard of living of people in the economy.
Factors Influencing the Growth of the Service Sector
Demographic Changes
Social Changes
Economic Changes
Technological Changes
Political and Legal Changes
Policy Changes
Services Defined
Tangibility Spectrum
Characteristics of Services
Intangibility
Heterogeneity
Inseparability
Perishability
Generic Differences Between Goods and Services
Nature of the Product
Problems in Quality Control
Involvement of the Customer in Production and Delivery
Absence of Inventories
Structure and Nature of Distribution Channels
Importance of Prompt Service
Difficulty in Evaluating Service Quality
Classification of Services
Classification based on the Degree of Involvement of the Customer
Classification based on the Service Tangibility
Classification based on Skills and Expertise Required
Classification based on the Business Orientation of Service Provider
Classification based on the Type of End-User
Developing Frameworks for Analyzing Services
What is the Type of Service
What is the Nature of Relationship Shared by the Customer with the Service Organization
How is the Service Delivered
What is the Type Demand and Supply for the Service
To What Extent is the Service Provider Needed to Customize Service and Exercise Judgement
Myths About Services
